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Addressing Complaints for Service Improvement: Seafarers’ Book Processing at Harbor Master Office Class II Kendari

Dari keluhan menuju perbaikan: Pelayanan customer pembuatan buku pelaut di KSOP kelas II Kendari

Zona Laut Jurnal Inovasi Sains Dan Teknologi Kelautan · Vol. ume (2026) · pp. 114–120

DOI
10.62012/sttwkc26
ISSN
2721-5717, 2747-2124
Published
2026-07-21
Publisher
Departemen Teknik Kelautan Universitas Hasanuddin
Language
en
License
creativecommons.org/licenses/by/4.0

Abstract

English

Maritime public services play a crucial role in supporting seafarers’ mobility and ensuring navigational safety. However, technical and procedural challenges often affect service quality, particularly in the issuance of seamen’s books at the Port Authority and Harbor Master Office (KSOP) Class II Kendari. This study aims to evaluate the performance of seamen’s book services and propose strategies for service improvement. A quantitative descriptive approach was employed, with data collected from 64 respondents using a questionnaire based on the SERVQUAL dimensions. The data were analyzed using the Customer Satisfaction Index (CSI) to measure satisfaction levels and Fishbone Analysis to identify root causes of service problems. The findings revealed a CSI score of 86.22%, categorized as “very satisfied,” with the highest performance attributed to staff competence. Nonetheless, several service gaps were identified, including unstable digital infrastructure, a lack of information boards, limited user awareness, and inconsistent staff responsiveness. These results suggest that enhancing digital infrastructure, improving information dissemination, and providing regular staff training are crucial to achieving optimal service quality. In conclusion, the performance of KSOP Class II Kendari has generally met user expectations but requires targeted improvements to strengthen service efficiency and user satisfaction.

Bahasa Indonesia

Pelayanan publik di sektor maritim memiliki peran strategis dalam mendukung mobilitas pelaut dan keselamatan pelayaran. Namun, kendala teknis dan prosedural sering kali memengaruhi kualitas pelayanan, termasuk dalam penerbitan buku pelaut di Kantor Kesyahbandaran dan Otoritas Pelabuhan (KSOP) Kelas II Kendari. Namun, penelitian yang meneliti mengenai pelayanan pembuatan buku pelaut masih sangat terbatas. Penelitian ini bertujuan untuk menganalisis kinerja pelayanan pembuatan buku pelaut dan merumuskan strategi peningkatannya. Pendekatan kuantitatif dengan metode deskriptif digunakan dalam penelitian ini. Data primer diperoleh dari 64 responden melalui kuesioner yang disusun berdasarkan dimensi SERVQUAL, kemudian dianalisis menggunakan Customer Satisfaction Index (CSI) dan Fishbone Analysis. Hasil penelitian menunjukkan nilai CSI sebesar 86,22% yang dikategorikan “sangat puas”, dengan atribut tertinggi pada kompetensi petugas. Meskipun demikian, analisis Fishbone mengidentifikasi kendala pada aspek teknologi, fasilitas, pengetahuan pengguna, serta kesiapan petugas. Temuan ini mengindikasikan perlunya peningkatan infrastruktur digital, sosialisasi informasi, dan pelatihan pegawai untuk menjaga kualitas layanan. Penelitian ini menyimpulkan bahwa kinerja pelayanan KSOP Kelas II Kendari telah memenuhi harapan pengguna jasa, namun masih memerlukan perbaikan pada aspek sumber daya manusia untuk meningkatkan efisiensi dan kepuasan layanan.

Keywords

Collaboration network of the authors

13 authors · 31 co-authorship links

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Co-authorOrganisationJoint articles
Mohammad Rizal FirmansyahAffiliation unknown1
Rifkah Fitriah ZulkifliAffiliation unknown1
Rusnaedi RusiAffiliation unknown1
Andi NingratAffiliation unknown1
MisliahAffiliation unknown1
Hadiratul KudsiahAffiliation unknown1
Mauli KasmiAffiliation unknown1
AsrianyAffiliation unknown1
Andi Ridwan MakkulawuAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/zonalaut/oai, first harvested 2 Nov 2026, last seen 2 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en">Addressing Complaints for Service Improvement: Seafarers’ Book Processing at Harbor Master Office Class II Kendari</dc:title>
	<dc:title xml:lang="id">Dari keluhan menuju perbaikan: Pelayanan customer pembuatan buku pelaut di KSOP kelas II Kendari</dc:title>
	<dc:creator xml:lang="en">Rachmianty, Andi</dc:creator>
	<dc:creator xml:lang="en">Usman, Arif Fuddin</dc:creator>
	<dc:creator xml:lang="en">Ulfiatun, Andi</dc:creator>
	<dc:creator xml:lang="en">Muslihati</dc:creator>
	<dc:subject xml:lang="en">Public service</dc:subject>
	<dc:subject xml:lang="en">seaman’s book</dc:subject>
	<dc:subject xml:lang="en">KSOP Kendari</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction Index</dc:subject>
	<dc:subject xml:lang="en">Fishbone Analysis</dc:subject>
	<dc:subject xml:lang="en">Customer Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Maritime Public Services</dc:subject>
	<dc:subject xml:lang="en">Port and Harbor Administration</dc:subject>
	<dc:subject xml:lang="en">Service Quality Management</dc:subject>
	<dc:subject xml:lang="en">Sea Transportation</dc:subject>
	<dc:subject xml:lang="en">Maritime Studies</dc:subject>
	<dc:subject xml:lang="id">pelayanan publik</dc:subject>
	<dc:subject xml:lang="id">Syahbandar</dc:subject>
	<dc:subject xml:lang="id">Indeks kepuasan pelanggan</dc:subject>
	<dc:subject xml:lang="id">fishbone</dc:subject>
	<dc:subject xml:lang="id">servqual</dc:subject>
	<dc:subject xml:lang="id">Layanan Publik Maritim</dc:subject>
	<dc:subject xml:lang="id">Administrasi Pelabuhan</dc:subject>
	<dc:subject xml:lang="id">Kepuasan Pelanggan</dc:subject>
	<dc:subject xml:lang="id">Manajemen Kualitas Layanan</dc:subject>
	<dc:subject xml:lang="id">Transportasi Laut</dc:subject>
	<dc:subject xml:lang="id">Studi Maritim</dc:subject>
	<dc:description xml:lang="en">Maritime public services play a crucial role in supporting seafarers’ mobility and ensuring navigational safety. However, technical and procedural challenges often affect service quality, particularly in the issuance of seamen’s books at the Port Authority and Harbor Master Office (KSOP) Class II Kendari. This study aims to evaluate the performance of seamen’s book services and propose strategies for service improvement. A quantitative descriptive approach was employed, with data collected from 64 respondents using a questionnaire based on the SERVQUAL dimensions. The data were analyzed using the Customer Satisfaction Index (CSI) to measure satisfaction levels and Fishbone Analysis to identify root causes of service problems. The findings revealed a CSI score of 86.22%, categorized as “very satisfied,” with the highest performance attributed to staff competence. Nonetheless, several service gaps were identified, including unstable digital infrastructure, a lack of information boards, limited user awareness, and inconsistent staff responsiveness. These results suggest that enhancing digital infrastructure, improving information dissemination, and providing regular staff training are crucial to achieving optimal service quality. In conclusion, the performance of KSOP Class II Kendari has generally met user expectations but requires targeted improvements to strengthen service efficiency and user satisfaction.</dc:description>
	<dc:description xml:lang="id">Pelayanan publik di sektor maritim memiliki peran strategis dalam mendukung mobilitas pelaut dan keselamatan pelayaran. Namun, kendala teknis dan prosedural sering kali memengaruhi kualitas pelayanan, termasuk dalam penerbitan buku pelaut di Kantor Kesyahbandaran dan Otoritas Pelabuhan (KSOP) Kelas II Kendari. Namun, penelitian yang meneliti mengenai pelayanan pembuatan buku pelaut masih sangat terbatas. Penelitian ini bertujuan untuk menganalisis kinerja pelayanan pembuatan buku pelaut dan merumuskan strategi peningkatannya. Pendekatan kuantitatif dengan metode deskriptif digunakan dalam penelitian ini. Data primer diperoleh dari 64 responden melalui kuesioner yang disusun berdasarkan dimensi SERVQUAL, kemudian dianalisis menggunakan Customer Satisfaction Index (CSI) dan Fishbone Analysis. Hasil penelitian menunjukkan nilai CSI sebesar 86,22% yang dikategorikan “sangat puas”, dengan atribut tertinggi pada kompetensi petugas. Meskipun demikian, analisis Fishbone mengidentifikasi kendala pada aspek teknologi, fasilitas, pengetahuan pengguna, serta kesiapan petugas. Temuan ini mengindikasikan perlunya peningkatan infrastruktur digital, sosialisasi informasi, dan pelatihan pegawai untuk menjaga kualitas layanan. Penelitian ini menyimpulkan bahwa kinerja pelayanan KSOP Kelas II Kendari telah memenuhi harapan pengguna jasa, namun masih memerlukan perbaikan pada aspek sumber daya manusia untuk meningkatkan efisiensi dan kepuasan layanan.</dc:description>
	<dc:publisher xml:lang="en">Departemen Teknik Kelautan Universitas Hasanuddin</dc:publisher>
	<dc:date>2026-07-21</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unhas.ac.id/index.php/zonalaut/article/view/46172</dc:identifier>
	<dc:identifier>10.62012/sttwkc26</dc:identifier>
	<dc:source xml:lang="en">Zona Laut Jurnal Inovasi Sains Dan Teknologi Kelautan; Volume 7, Issue 2, July 2026 Edition; 114-120</dc:source>
	<dc:source xml:lang="id">Zona Laut : Jurnal Inovasi Sains Dan Teknologi  Kelautan; Volume 7, Issue 2, July 2026 Edition; 114-120</dc:source>
	<dc:source>2721-5717</dc:source>
	<dc:source>2747-2124</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://journal.unhas.ac.id/index.php/zonalaut/article/view/46172/14707</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Andi Rachmianty, Arif Fuddin Usman, Andi Ulfiatun, Muslihati</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by/4.0</dc:rights>
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